CCW 2026: United Airlines raises the bar for CX with Multimodal Agentic Automation
Amazon acquired conversational AI firm Anodot, now part of Amazon Connect, as United Airlines deploys multimodal agentic automation for CX
“the ability our ability to speak to computers and be understood contextually and semantically has never been more capable than it is today”
An Amazon Connect session at CCW 2026 reveals that Amazon acquired Anodot, a conversational AI startup, in April and folded it into its contact center platform. The session frames the current AI moment as a 'conversational revolution' — a fourth interface shift following desktop, web, and mobile. United Airlines is the featured enterprise case study for multimodal agentic automation in customer experience, though the transcript cuts off before their specifics are shared.